Pearson New International Edition International pcl tp indd 1

GUEST CHARGES, PAYMENT, AND CHECK-OUT
Front desk agents must also understand their responsibility to report room-
related problems to the proper department so corrective actions may be taken.
Assume the front desk agent talks with the guest checking out of room 301. She
states that the air-conditioning system was noisy. This information must be
related to the maintenance department so that equipment can be repaired. When
front desk agents are trained to seek guest comments about the guest visit, they
help ensure guest satisfaction and improve the experiences of future guests.
•
Property exchange. Some guests who are checking out may have property in the
hotel’s safe-deposit boxes, may have received late-arriving faxes, or in the case of
a hotel without an automated voice mail system, may have telephone messages
not yet received. These items should be returned or delivered to guests at check-
out. Hotels that still use hard keys for guestroom door locks, which is not rec-
ommended, or that have issued keys for minibars or in-room safes, should
request these items from guests during check-out. Additional items such as
resort or swimming pool passes that were provided to guests at check-in should
also be requested.
•
Final data entry and posting of charges. After a guest has indicated the intention
of checking out, any final charges should be posted. Some FOMs instruct their
FIGURE 11
Check-out fundamentals.
Creation of Departure List
Confirmation of Guest Identity
Quality of Stay Inquiry
Property Exchange
Final Data Entry/Posting of Charges
Folio Inspection by Guest
Processing Guest Payment
Future Reservation Inquiry
Filing Documentation
Revision of Room Status
524

---